Process Manager

The ideal candidate must possess in-depth functional knowledge of the process area and apply it to operational scenarios to provide effective solutions. The role enables to identify discrepancies and propose optimal solutions by using a logical, systematic, and sequential methodology. It is vital to be open-minded towards inputs and views from team members and to effectively lead, control, and motivate groups towards company objects. Additionally, candidate must be self-directed, proactive, and seize every opportunity to meet internal and external customer needs and achieve customer satisfaction by effectively auditing processes, implementing best practices and process improvements, and utilizing the frameworks and tools available. Goals and thoughts must be clearly and concisely articulated and conveyed, verbally and in writing, to clients, colleagues, subordinates, and supervisors.

Location : Mumbai

Key Responsibilities

1) Risk & Control Design

• Support design and documentation of operational/marketing/digital controls (preventive & detective), including control objectives, testing approach, and evidence requirements.
• Map controls to key processes and systems, ensuring alignment with compliance and risk standards.
• Identify control gaps and recommend improvements to strengthen risk posture and reduce recurring defects.

2) Issues Management & Remediation Planning

• Manage end-to-end issues lifecycle: logging, triage, root cause analysis support, severity classification, and closure readiness.
• Create remediation plans with owners, milestones, dependencies, and success criteria; track progress and drive follow-ups.
• Support governance for exceptions, overdue items, and escalations—ensuring disciplined closure and audit-ready documentation.

3) Dashboarding, Reporting & Executive Storytelling (Excel/BI)

• Build and maintain dashboards and tracker reports using Advanced Excel and BI tools (Tableau/Power BI).
• Track operational performance and risk indicators: open issues, aging, SLA breaches, remediation status, and key themes.
• Deliver crisp executive updates: trends, risks, bottlenecks, and decision points—storytelling with

  data, not just numbers.

4) Process Optimisation & Governance

• Drive process standardization: templates, workflows, definitions, and reporting cadence across multiple teams.
• Establish governance routines (weekly/monthly): action logs, meeting readouts, decision registers, and stakeholder alignment.
• Identify opportunities to reduce manual effort, improve turnaround times, and strengthen controls through process redesign.
• Act as a connector across Legal, Compliance, Risk, Product, Marketing, and Tech to resolve blockers and align on outcomes.
• Manage competing priorities and ensure consistent progress across multiple workstreams and reports.
• Support onboarding/transition readiness with structured documentation, handovers, and operating model clarity.

5) Stakeholder Management & Program Coordination

Must-Have Skills & Experience

• Banking domain experience (mandatory) — experience working within risk/compliance/governance frameworks in a bank/financial services environment.
• Strong exposure to risk & controls: control design, governance, audit readiness, issues and remediation tracking.
• Advanced Excel (pivot tables, Power Query, structured trackers, complex formulas) and comfort with BI dashboards (Tableau/Power BI).
• Strong stakeholder management with ability to influence without authority and communicate clearly with senior stakeholders.
• Comfortable working with large datasets, multiple trackers, and high reporting rigor.
• Strong written and verbal communication; ability to create exec-ready summaries and meeting

  outputs.

Good-to-Have

• Experience in marketing/digital risk, operational risk, or risk controls supporting product/tech teams.
• Familiarity with risk taxonomies, RCSA concepts, issues lifecycle tools (JIRA/ServiceNow), and governance best practices.
• SQL/Python for data extraction or reporting automation.

About eClerx

eClerx is a global leader in productized services, bringing together people, technology and domain expertise to amplify business results. Our mission is to set the benchmark for client service and success in our industry. Our vision is to be the innovation partner of choice for technology, data analytics and process management services. Since our inception in 2000, we've partnered with top companies across various industries, including financial services, telecommunications, retail, and high-tech. Our innovative solutions and domain expertise help businesses optimize operations, improve efficiency, and drive growth. With over 18,000 employees worldwide, eClerx is dedicated to delivering excellence through smart automation and data-driven insights. At eClerx, we believe in nurturing talent and providing hands-on experience.

About eClerx Digital

eClerx Digital is the trusted partner of choice to many of the world’s largest global brands for creative production, e-commerce/web operations, and analytics and insights services. We help clients maximize the results of their digital activities across the customer journey. Global industry leaders partner with us to cost-effectively scale their digital activities by leveraging our highly skilled blended resource model.

To know more about us, visit https://eclerx.com

eClerx is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status, or any other legally protected basis, per applicable law